Case study: Quantum Care
With 22 care homes across Hertfordshire, Bedfordshire and Essex, Quantum Care is a not-for-profit care home group providing high quality residential care services to older people and those living with dementia.
Established in 1992, they have strong values with a focus on “valuing residents, rewarding our staff and ensuring that we adhere to the operating principles of equality and non- discrimination.”
Nant’s relationship with Quantum Care
Quantum’s senior helpdesk coordinator Serena Marklew describes the relationship: “Nant are always on hand to help. We may be a smaller customer, but we don’t feel like that. Nant treat us like we are their only customer and as a result, the service is excellent and we feel valued.”
Nant began working with Quantum in 2008 and are responsible for servicing and maintaining 143 cold water storage cisterns and 57 hot water storage vessels.
This involves the cleaning and disinfection of appliances, maintenance of all thermostatic mixer valves, shower descaling and legionella sampling. An engineer will visit each site on a quarterly basis to provide routine cleaning and servicing.
Serena: “I have a great relationship with our contract manager Jack Scerri. We meet once a month to discuss outstanding quotes, updates and any issues.
“On top of that he is always on the other end of the phone if we need to discuss anything. He is very knowledgeable about the water treatment industry, and we feel safe in his hands.
“Over the lifetime of the contract with Nant we have taken on new homes and also closed some. Nant have been fantastic at supporting us with the crossover and ensuring new homes are serviced and safe for our residents.”
Remote monitoring
In 2021 Nant installed L8 remote monitoring systems in all Quantum care homes. They have already seen the benefits of this when an issue arose at an older property: “The L8 remotes have really benefitted us as a business.
“They work well as we can easily identify and resolve issues. We still have our quarterly visits from Nant but the monitors enable us to see if there is a problem quickly.
“We had a water leak at one of our properties and the L8 remote was able to tell us where it was coming from. Nant’s response was exceptional. They attended the property promptly and were able to identify and fix the leak the same day.”
CQC compliance
As part of their contract, Quantum have access to an online portal, provided by Nant as standard. Serena said: “We are monitored by Hertfordshire Council and the CQC and they will routinely drop in to carry out inspections. They want to see evidence of risk assessments, descaling, cleaning and legionella testing.
“The great thing is, we can just login to the portal and download all the documents they need to see. This is provided to us at no extra cost, and we received training to learn how to navigate the portal.”
Nant contracts manager Jack Scerri said: “We are proud of our partnership with Quantum Care. They know they can pick up the phone and have their questions or concerns resolved quickly and we have grown to understand the needs of the business to be able to plan ahead and offer the best service possible.”
